Muni Rider's Guide (PDF) - San Francisco Municipal Transportation ...

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Muni
Rider’s
Guide
Customer Information
and Safety Tips
June 2012 / Free

Introduction
Founded in 1912, the San
Francisco Municipal Railway
(“Muni”) is one of the oldest
transit systems in the world. It
is the largest transit system in
the Bay Area and seventh larg -
est in the nation, serving more
than 200 million customers a
year. The Muni fleet is unique
and includes: historic streetcars,
biodiesel and electric hybrid
buses and electric trolley coaches,
light rail vehicles, paratransit
cabs and vans, and the worldfamous
cable cars. Muni is
overseen by the San Francisco
Municipal Transportation Agency
(SFMTA), a department of the
City and County of San
Francisco.
Routes and schedules
Muni operates 80 routes throughout San Francisco
with stops within two blocks of 90 percent of all
residences in the city. Some of Muni’s routes operate
24 hours a day. Information on Muni routes,
schedule and other information is available by
calling the San Francisco 311 Customer Service
Center, which offers free language assistance in
over 100 languages (415.701.2311 outside of San
Francisco) or by visiting the “Routes and Schedules”
page at sfmta.com. You can also plan a trip
on Muni using the 511Transit Trip Planner SM or its
accessible version, or by using Google Transit.
Complete schedules for regular service are available
on the Muni schedules page at transit.511.org—
shortcuts are available for specific Muni lines.

Using your smartphone or PDA, you can access
route and schedule information by downloading
the 511 Transit App or the Muni+ App from the
Android market, or the iPhone Muni+ App from
the App Store. Visit the 511 Transit App fact page
for more information, a fact sheet and FAQs. You
can also go to the 511 Mobile website (m.511.org)
from your device’s browser and select 511 Transit
Trip Planner.
FaRes
Proof-of-payment: Customers must carry proof-ofpayment
at all times when riding a Muni vehicle.
Failure to produce proof-of-payment when asked
by an SFMTA Transit Fare Inspector or San Francisco
Police Department (SFPD) personnel will result
in a citation and a substantial fine. For further
information or if you receive a transit citation,
please call 415.701.3000 or 311 for more information
and free language assistance.
clipper ® card: If you ride Muni or other Bay Area
transit regularly, the easiest way to get around
is with a Clipper card, available through a Muni
Ticket Vending Machine (TVM) located at all
Muni Metro Stations. TVMs accept cash as well
as credit and debit cards and provide language
assistance in Spanish and Chinese. Clipper cards
are also available online at clippercard.com; over
the phone, by calling Clipper Customer Service at
877.878.8883; in person, by visiting any participating
retail store such as Walgreens or Bay Crossings;
or at any of SFMTA’s sales kiosks located at
Bay and Taylor, Geary and Presidio, Powell and
Market, and Hyde and Beach. In addition, Clipper
cards may also be purchased at SFMTA’s Customer
Service Center located at 11 South Van Ness
Avenue. For Clipper card information regarding
youth (ages 5-17), senior (65 years and older) and
disabled customers please visit sfmta.com/clipper
or call 311. Muni monthly passes and/or products
of other participating transit operators as well as
cash value may be loaded onto the Clipper or RTC
ID card using any of the following methods:
• TVMs in Muni Metro Stations
• Through participating Clipper retailers (Please
visit clippercard.com for retailers near you)
• Online through the Clipper website
(clippercard.com)

• By calling Clipper Customer Service at
877.878.8883
cash: Fares can be paid on surface transportation
with any U.S. coins; exact change is required.
Customers paying with cash must board through
the front doors of the vehicle. When boarding
vehicles at a Muni Metro Station you must purchase
a Limited Use Ticket from a TVM to access the
system through the faregates.
Muni Passports: 1-, 3- and 7-day Passports are
good for unlimited rides on all Muni vehicles, including
cable cars. 3-day and 7-day Passports are
good for three or seven consecutive days. Passports
may be purchased in advance at the following
locations: SFMTA Customer Service Center,
located at 11 South Van Ness Avenue at Market
Street; Muni Ticket Sales locations at Market and
Powell streets, Hyde and Beach streets near Ghirardelli
Square, Bay and Taylor streets, and Geary
at Presidio. Passports are also sold every day at
the information booths in the baggage claim areas
at the San Francisco International Airport. Hours
vary by location and are subject to change.
transfers: A free paper transfer obtained when
purchasing a cash fare on any surface vehicle
serves as proof-of-payment and is valid for 90
minutes of travel. If you pay with a Clipper card or
Limited Use Muni Ticket, a 90-minute transfer is
automatically registered on your card or ticket.
Rules/couRtesy
Please be considerate and follow these rules and
suggestions:
The following are not allowed on Muni vehicles or at
Muni Metro Stations (under San Francisco Transportation
Code section 7.2.102 or under section 6 of the
Municipal Police Code) and can lead to citations and
fines:
• Smoking
• Eating
• Drinking
• Playing sound equipment without earphones
• Littering

Federal law mandates that the front seats of the
bus must be given up for seniors and persons
with disabilities. Please do not sit in these seats if
a senior or person with a disability needs a seat.
Pets completely enclosed within special carrying
cases and police, guide, service and signal dogs
are the only animals permitted on Muni.
Please do not leave paper or other refuse on buses
or trains.
Allow disembarking passengers to leave the vehicle
first before you board, providing them with
enough room to depart safely and efficiently.
Set your mobile phone to vibrate, if possible.
Keep your voice low when conversing with fellow
passengers and on your cellular phone.
access FoR PeoPle wIth
dIsabIlItIes
All Muni vehicles and customer facilities are accessible
to people with disabilities. The SFMTA
also contracts for paratransit services that provide
door-to-door taxi and van service for those customers
who cannot ride regular Muni vehicles. For more
information, please contact the SFMTA’s Accessible
Services Department by phone at 415.701.4485,
Monday through Friday, 9 a.m. to 5 p.m.; by fax at
415.701.4728; or call 311 or visit www.sfmta.com for
further information.

saFety tIPs and
InFoRMatIon
This section provides critical safety rules, practical
tips and procedures to follow while riding on Muni.
Being informed plays an important role in ensuring
your own safety and the safety of those around you.
on the Muni Metro station platform:
• Please stay behind the yellow edge detection
tiles. Do not approach the train until it comes to a
complete stop in the station and doors are open.
• Be aware of the train’s side mirrors as it enters
the station and maintain a safe distance.
• Allow customers to exit before entering.
• Never sit on the platform edge or touch the outside
of the trains.
• Do not enter the trackway under any circumstances.
If you drop something onto the trackway, do not
attempt to retrieve it. Contact a Station Agent for
help.
• If you see a person or an object in the trackway
area, alert a Station Agent at once. Do not attempt
to rescue the person or retrieve the item.

• Stand in the center of the platform in well-lighted
areas.
• If you need help, use a white courtesy telephone
to contact a Station Agent. Telephones are
located on the wall in the center section of the
platform. For police assistance, please call 911 if
using a pay phone or call 415.553.8090 if using a
cellular phone.
• Muni train doors close automatically; listen for
the warning chime. Please keep yourself and
your possessions well clear of the doors upon
entering and exiting the train.
• Station platform edges have special rubber tiles
and a noticeable change of texture to alert visionimpaired
passengers that they are approaching
the edge.
In the station:
• Please watch your step on stairs and escalators
and hold onto handrails.
• ALWAYS supervise children and hold the hands
of small children when riding the escalator. Do
not allow them to sit or play on stairs or escalators.
• NEVER stop, stand or play on an escalator landing.
Please exit promptly and do not block the
escalator landing.
• Please use elevators instead of escalators if
you have limited physical abilities or are carrying
large packages or luggage, or are carrying a
small child in your arms or in a stroller.
• Be careful to avoid wet areas or debris and report
unmarked hazards to the Station Agent.
• Avoid using your cell phone, texting or other
multitasking while walking.
• Do not run in stations or on trains or platforms.
Running significantly increases the risk of injuries
to you and other passengers.
• Roller skating, rollerblading, bicycle riding and
skateboarding are not allowed in Muni Metro
Stations or on trains.

• For security reasons, make sure you know where
your personal possessions are at all times.
• Gasoline, flammable or volatile solvents, acids,
etc. are not allowed in stations or on trains.
• Fire extinguishers are located on station platforms.
on the train
• Do not lean against the doors when inside the
train. Hold on at all times when riding the train as
sudden stops may occur.
• When entering and exiting the train in a Muni
Metro Station, be sure to watch your step. There
is a gap of approximately three inches between
the train and the platform. Be careful when exiting
with children. When exiting the train outside
of a Muni Metro Station, make sure steps are
lowered before attempting to exit; notify the
Operator immediately if this has not happened.
• Emergency intercoms are located at both sides of
the center sections of each car. Press and release
the red button and wait for the Operator to
respond; push the button when speaking. Use intercoms
to report incidents or unsafe conditions.
The Operator can contact Muni Central Control if
necessary.
• Fire extinguishers are located in the cab compartments
at either end of the train.
• Take time to review the Emergency Procedure
signs posted in each train car.
• Please keep all personal items out of the way of
fellow passengers and do not allow them to block
walkways and doorways. Keep your personal
items in sight at all times.
on the street
• Make sure steps are lowered on trains before
exiting the vehicle; inform the Operator immediately
if this has not happened.
• Look before you exit; automobiles do not always
stop for exiting passengers.

• Do not attempt to climb over couplers located
between train cars. Never ride on a coupler.
• Do not cross between trains. You cannot always
hear an oncoming train. Only cross in designated
crosswalks once the train has cleared.
MedIcal eMeRGencIes
calling for help at a Muni Metro
station
In the event of a medical emergency in a Muni
Metro Station, contact the Station Agent by using
the white courtesy telephone located on the
platforms. If Muni personnel are not immediately
available, proceed to the nearest phone and call
911 or use your cell phone to call 415.553.8090.
calling for help on the train
If a medical emergency occurs on the train, use
your cell phone to call the San Francisco Police
Department (SFPD) at 415.553.8090. Do not call
911 if using a cell phone. For non-emergencies
call the SFPD non-emergency line at 415.553.0123.
Give the train location and then contact the Operator
using one of the intercoms located at each end
of the car.

calling for help on a bus, streetcar or
cable car
If a medical emergency occurs on a bus, streetcar
or cable car, use your cell phone to call
415.553.8090. Do not call 911 if using a cell phone.
Give the vehicle location to the best of your ability,
then notify the Operator or Conductor.
evacuatIon PRoceduRes
FoR MunI vehIcles
overview
In the event of an emergency, remain calm—don’t
panic—and follow the instructions of Muni or
rescue personnel. In general, the safest place to
be is usually onboard the Muni vehicle. By staying
onboard, you allow the Operator to choose from a
number of actions to ensure your safety, including
moving the vehicle to a safe location; calling for
emergency personnel; and, on our trains, going
to the reverse end and moving the train out of
danger. Do not evacuate a Muni vehicle unless instructed
to do so by Muni personnel or emergency
response personnel. Please assist children, elderly,
disabled and any other passengers who require
assistance. Leave behind wheelchairs, strollers
and large packages.
Evacuation procedures vary depending on the
type of Muni vehicle you are on:
train evacuations
• Follow InstRuctIons: Listen for instructions
from the Operator, other Muni personnel or
rescue personnel.
• eMeRGency dooR Release: To open the door
manually after the train stops, pull the red handle
down (located to one side of the train doors) and
slide door sideways to exit. Use the door release
only in emergencies.

• tunnel evacuatIon: Never leave a train
between stations unless instructed by Muni or
rescue personnel. High voltage electrical systems
that power the trains can be extremely dangerous.
If you are instructed to evacuate, exit towards the
outside wall and proceed onto the emergency
walkway. Walk towards the nearest station or
emergency tunnel exit, illuminated with yellow
fluorescent light and marked with an “EXIT”
sign, whichever is closer. Listen for instructions
from the Operator, other Muni personnel or rescue
personnel. If necessary, emergency phones are
located in the tunnel and subway areas and are
marked with a blue light. Pick up the receiver for a
direct line to Muni Central Control.
• stReet evacuatIon: If evacuating from an LRV
on the street, make sure steps have been lowered
before exiting the vehicle, be aware of oncoming
traffic and move to sidewalk. Do not walk
between cars or between trains.
bus evacuations
• Follow InstRuctIons: Listen for instructions
from the Operator, other Muni personnel or rescue
personnel.
• eMeRGency ReaR dooR Release: To open the
rear doors of a bus in the event of an emergency,
break the glass in the small enclosure located
beside the rear doors, then turn the handle and
pull the doors open manually.
• eMeRGency wIndow Release: Follow the
instructions on the red Emergency Exit signs
located beside the windows. Pull the red handle.
The window frame will swing out.
• eMeRGency eXIt thRouGh bus RooF: Motor
coaches and trolley coaches are equipped with
roof escape hatches. Follow instructions on the
hatch to pop out to use as an exit.
streetcar evacuations
• Follow InstRuctIons: Listen for instructions
from the Operator, other Muni personnel or rescue
personnel.

• eMeRGency ReaR dooR Release: To open the
rear doors of a streetcar in the event of an emergency,
break the glass in the small enclosure located
beside the rear doors, then turn the handle and
pull the doors open manually.
secuRIty tIPs
The following are important guidelines regarding
security on Muni:
Personal safety
• Always be alert and aware of the people around
you.
• If carrying a purse, hold it tightly and close to
your body; if carrying a wallet, keep it in a front
pocket.
Keep you and your belongings safe
Please be aware that passengers using smartphones,
tablets and laptop computers on Muni
vehicles—and while waiting for Muni vehicles at
Muni bus stops, bus shelters and light rail vehicle
platforms—are often the targets of criminals. Be
aware of your surroundings while traveling on
Muni. Suspects prey on victims using these
devices knowing they are distracted while texting
or listening to music on PDAs, using laptops and
talking on cellular phones. Limit the use of these
devices and always be aware of other passengers
on the vehicle. For emergencies or for crimes in
progress, call the SFPD at 415.553.8090 if using a
cell phone, or 911 if using a pay phone. For nonemergencies
please call the SFPD non-emergency
line at 415.553.0123. If you are attacked, scream or
blow a whistle in order to bring attention to your
situation.

while riding Muni
Keep your packages, briefcases, backpacks, etc.,
with you at all times.
If you see an unattended package, do not attempt
to touch it, pick it up or move it. Leave in place
and notify an Operator, Station Agent, other Muni
personnel or call 911. Provide a description of the
package and location.
Familiarize yourself with station exits and the locations
of fire extinguishers, station intercoms and
pay phones.
When waiting for a Muni vehicle, stay in a central
location that is occupied by other customers when
possible.
Most Muni customers use the same travel pattern
each day and become very familiar with stations,
stops, vehicles and SFMTA employees, as well as
other customers. Be alert for suspicious people or
objects. Most, of course, are harmless, but if you
are genuinely concerned, inform a police officer or
SFMTA employee.
During off-peak hours, ride as near to the Operator
as possible. If someone bothers you, move to
another seat or car and notify the Operator. Operators
can be contacted by using the intercom at
each end of every train car and can contact Muni
Central Control if necessary.
If you are on a platform or inside a station, you
may use a white courtesy telephone that goes
directly to the Station Agent. The Station Agent
can then take appropriate steps.
Inform your children
If your children ride Muni vehicles alone, please
advise them on how to handle themselves around
strangers. Teach them how to contact the police,
Muni Operators and Station Agents for assistance
and help.

tItle vI notIce
The San Francisco Municipal Transportation Agency
(SFMTA) is committed to operating its programs and
services without regard to race, color or national
origin in accordance with Title VI of the Civil
Rights Act of 1964. If you believe you have been
excluded from, denied the benefits of, or been
subjected to discrimination, you may file a written
complaint with the SFMTA’s Office of Agency
Oversight or by calling the San Francisco 311
Customer Service Center. Federal law requires
that complaints be filed within one-hundred eighty
(180) calendar days of the alleged incident. For additional
information or to file a Title VI Complaint,
please contact the Office of Agency Oversight at
OfficeofAgencyOversight@sfmta.com or call 311
or 415.701.4407 for more information and free
language assistance. Complaints may also be filed
with the Federal Transit Administration.
custoMeR seRvIce
The SFMTA provides multilingual customer
service by telephone through the San Francisco
311 Customer Service Center and in person at the
SFMTA Customer Service Center.
For information on Muni routes, schedules, fares,
accessibility, safety, security and other SFMTA
programs and services, including how to file a
complaint, commendation or register a comment,
please contact the San Francisco 311 Customer
Service Center for free language assistance in over
100 languages, 24 hours a day, seven days a week,
365 days a year including holidays:
• Voice within San Francisco: 311. Press 4
• Voice, outside San Francisco: 415.701.2311. Press 4
• TTY: 415.701.2323

For in-person, multilingual customer
service, please visit the sFMta
customer service center
• Located at 11 South Van Ness Avenue, San
Francisco (near Market)
• Open 8 a.m. to 5 p.m., Monday through Friday
• Near Van Ness Muni Metro Station (accessible via
all Metro lines) F Line and 6, 9, 9L, 14, 14L, 47, 49,
71, and 71L routes
In-person services include:
• Loading Muni monthly Adult, Senior and Youth
passes on a Clipper card
• Buying 1-, 3- and 7-Day Muni Visitor Passports
and maps ($3 fee per customer)
• Buying Lifeline passes, for eligible customers
only. (Eligibility for Lifeline Passes is obtained
through the San Francisco Human Services
Agency)
• Obtaining parking permits
• Paying parking and transit citations ($3 fee per
customer)
• Buying parking meter cards ($3 fee per customer)
Information also available online:
• San Francisco 311 Customer Service Center
website at www.sf.311.org

accessible services contacts:
One South Van Ness Avenue, 7th Floor
San Francisco, California 94103-1267
Phone: 415.701.4485 or 311
Fax: 415.701.4728
Hours: Monday through Friday, 9 a.m. to 5 p.m.
clipper information:
Online at clippercard.com or by calling
the Clipper Customer Service Center at
877.878.888.
Graffiti or other vandalism:
Report vandalism while it’s happening on
Muni by texting the four-digit bus number to
415.710.4455 (text only).
construction:
415.701.4200
lost and Found:
Contact 311 within San Francisco or
415.701.2311 outside of San Francisco or use
the self-service form available at sfmta.com.
Regional transportation information:
Comprehensive regional transportation
information is now available by phone at 511
and on the Web at 511.org. 511 offers information
about routes, schedules, fares and hours
of operation for any of the Bay Area’s transit
providers including Muni. The 511 service is
free of charge. To access 511 from outside the
nine-county Bay Area, call 510.817.1717 (this
is not a toll-free call). For TDD access, dial 711
within California.
311 Free language assistance / 免 費 語 言 協 助
助 / Ayuda gratuita con el idioma / Бесплатная
помощь переводчиков / Trợ giúp Thông dịch Miễn phí
/ Assistance linguistique gratuity / 無 料 の 言 語
支 援 / 무료 언어 지원 / Libreng tulong para sa
wikang Tagalog / คว“มช่วยเหลือท“งภ“ษ“โดยไม่
เส’ยค่าใช้จ่าย